Refund Policy
At Ryan's, your satisfaction matters. This Refund Policy outlines when and how you can request a refund, exchange, or replacement for products purchased from us.
1. Eligibility for a Refund or Replacement
You may be entitled to a refund or replacement in any of the following cases:
- Damaged on arrival: The pack arrived torn, leaking, or compromised in a way that affects the product's safety or usability.
- Wrong product or quantity: You received an incorrect pack size, the wrong number of packs, or a different product than ordered.
- Quality issue: Genuine product defect (e.g., off smell, foreign material, or visible spoilage despite proper storage). Photo evidence required.
- Expired stock at point of delivery: The product's expiry date had already passed at the time you received it.
2. How to Request a Refund or Replacement
To file a request:
- Contact us within 48 hours of receiving your order.
- Send a clear photo of the issue (damaged packaging, wrong product, etc.) via WhatsApp.
- Provide your order details (order date, location, pack size).
- Our team will review and respond within 2 business days.
Contact channels:
- 💬 WhatsApp: +254 713 081 480
- ✉ Email: info@ryansfoods.co.ke
3. Resolution Options
Once your claim is approved, we'll offer one of the following:
- Replacement: A new pack delivered free of charge (most common resolution).
- Refund: Full refund to your original payment method (M-Pesa, etc.) within 5–7 business days.
- Store credit: Credit toward your next order.
4. Non-Refundable Situations
We are unable to process refunds in the following situations:
- The product was opened and consumed normally without quality issues.
- The damage was caused by improper storage after delivery (e.g., exposure to humidity).
- The expiry date is approaching but has not yet passed (we don't guarantee very long shelf life remaining).
- Change of mind without a quality or delivery issue.
- Claims made more than 48 hours after delivery without supporting evidence.
5. Orders via Third-Party Platforms
For orders placed via Tushop or other partner platforms, please first contact the platform directly per their refund policy. We will support and coordinate with them as needed.
6. Wholesale & Stockist Orders
Wholesale and stockist orders are governed by separate terms agreed at the time of partnership. Please contact your account representative for any wholesale-related claims.
7. Our Commitment
We genuinely care about every bowl you serve. If something goes wrong, we will work with you to make it right — quickly and fairly.
8. Questions?
For any concerns about this policy or a specific order: